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Customer Loyalty Specialist

4 months ago

Castle Rock, Colorado, United States Commnet Broadband Full time

Join Commnet, a pioneering force that has been the backbone of rural networks in the United States for decades. At Commnet we prioritize enabling and delivering high-quality broadband communication services that enable Tribal and Rural America to thrive. At the heart of our mission lies a passion for digital inclusion and life transformation, offering more than connectivity – we're dedicated to fostering equality of opportunity through access to essential services. Our culture is built on a foundation of trust and ownership, where our passion for our customers and communities shines through our customer-centric approach. With open and effective communication, we champion a "win together" mindset, celebrating every victory as a step towards a connected and empowered rural America.

Job Profile Summary

The Customer Loyalty Specialist is responsible for managing the base of customers contemplating service cancellation. This role demands a proactive sales-oriented mindset and exceptional communication skills for direct customer engagement. The ideal candidate will have a dynamic personality suitable for a challenging market, adept at empathizing with customers and offering tailored solutions to enhance satisfaction and loyalty. The specialist will focus on reducing churn by leveraging their persuasive skills and comprehensive knowledge of telecom services to convince customers of the enduring benefits of maintaining their connection.

Duties and Responsibilities (included but not limited to)

  • Proactively contact customers at risk of cancellation to understand their concerns and offer customized solutions.
  • Develop and implement effective retention strategies to minimize customer churn.
  • Build and maintain strong customer relationships through regular interaction and follow-up.
  • Use persuasive communication skills to convey the value of services and encourage continued loyalty.
  • Analyze customer feedback and collaborate with internal teams to enhance service offerings.
  • Monitor and report on retention metrics, adjusting strategies as necessary to meet targets.
  • Educate customers on the full range of products and services available, maximizing customer engagement and satisfaction.
  • Other duties as assigned.

Required Qualifications:

  • Minimum Years Experience: 2 - 4 Yrs
  • Minimum Education: High School / Trade School or equivalent experience
  • Embody and demonstrate our company values: Foster Trust, Effective Communication, Customer Centricity, Own It, Win Together.
  • Strong sales and negotiation skills with a proven track record in customer retention.
  • Excellent communication and interpersonal skills, with the ability to engage and persuade customers effectively.
  • Deep understanding of telecom products and services, particularly as they relate to customer needs in rural markets.
  • Resilient and adaptable personality, capable of thriving in a challenging and dynamic environment.
  • Demonstrated proficiency in navigating high-pressure environments, proactively addressing challenges, thereby enhancing satisfaction levels, and optimizing customer retention rates.

Preferred Qualifications:

  • Experience in telecommunications industry.
  • Previous customer experience, demonstrating an ability to resolve issues and maintain high levels of customer satisfaction.
  • Proficiency with CRM software and data analysis tools.
  • Experience working in rural markets or with diverse populations, including the Navajo Nation.
  • Bilingual abilities, particularly in languages prevalent in the target communities.

Compensation & Benefits:

  • Compensation is determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
  • Benefits: Commnet is proud to offer a comprehensive suite of benefits to all regular full-time positions (hourly & salaried) to promote overall health, wellness, and financial security for you and your family. Benefits include health, vision, dental, HSA/FSA, life and AD&D, fitness reimbursement, short/long term disability coverage, parental leave, emergency travel assistance and 401k.
  • Commnet employees have access to an Employee Assistance Program (EAP), which includes services such as 100% confidential counseling, financial information/resources, legal support, and general wellness.

**A Note to Agencies** All resumes submitted by search firms/employment agencies to any employee at Commnet Broadband (the Company) via email, the internet or in any form and/or method will be deemed the sole property of the Company, unless such search firms/employment agencies were engaged by the Company for this position and a valid agreement with the Company is in place. In the event a candidate submitted outside of the Company agency engagement process is hired, no fee or payment of any kind will be paid.

Equal Opportunity Employer/Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Applicants must be authorized to work for any employer in the US.

ATN and its subsidiary companies are unable to sponsor or take over sponsorship of employment Visa.



Compensation details: 16-24 Hourly Wage

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